The other side.
WHO THIS INCLUDES
Customers who consistently pay late Customers who demand disproportionate time Customers who are abusive to you or your staff Customers whose work is never profitable
WHY IT MATTERS
Time spent on them is time not spent on good customers.
WHAT TO DO FIRST
Establish whether it is fixable.
Sometimes clearer terms or better communication resolves it.
WHAT TO CHANGE
- Payment terms: advance payment
- Scope: what is included
- Pricing: to reflect the actual cost of serving them
THE PRICE APPROACH
Raising the price either makes them profitable or makes them leave.
Either outcome is acceptable.
HOW TO END A RELATIONSHIP
Politely, with notice, without hostility.
"We are no longer able to take on this type of work" is sufficient.
WHAT NOT TO DO
Continue resenting a customer while serving them badly.
That damages your reputation.
WHAT TO PROTECT
Your staff, from abuse.
